FC Global Services India LLP (First Citizens India), a part of First Citizens BancShares, Inc., a top 20 U.S. financial institution, is a global capability center (GCC) based in Bengaluru. Our India-based teams benefit from the company’s over 125-year legacy of strength and stability.

First Citizens

India is responsible for delivering value and managing risks for our lines of business. We are particularly proud of our strong, relationship-driven culture and our long-term approach, which are deeply ingrained in our talented workforce. This is evident across all key areas of our operations, including Technology, Enterprise Operations, Finance, Cybersecurity, Risk Management, and Credit Administration.

We are seeking talented individuals to join us in our mission of providing solutions fit for our clients’ greatest ambitions.

Value Proposition Responsible for the operational reliability, availability, performance, and resilience of the bank's business-critical applications and technology platforms.

Responsible for managing Production Support, Site Reliability Engineering (SRE), Infrastructure Operations, Incident Management, Problem Management, and Continuous Service Improvement while ensuring compliance with banking regulations, security standards, and operational risk frameworks.

Defining support strategy, ensuring application stability and performance, and collaborating with other stakeholders to align technology with business objectives.

Job Details

Position Title: Associate Director SRE Support Engineering

Career Level: L3

Job Category: Vice President

Role Type: Hybrid

Job Location: Bangalore

About the Team

As part of Global command center team we are responsible for supporting most complex business critical applications and infrastructure with measurable requiring integration across functions with broad impact on business processes, delivering quality support to users.

Key Deliverables

IT & Business Strategy: Partners with senior management to develop and implement IT strategies aligned with the company's business goal's and objectives. Establishes and monitors expectations to achieve company and department goals.

Site Reliability Engineering (SRE) : Build and mature SRE capabilities across the organization. Define and manage Service Level Objectives (SLOs), Service Level Indicators (SLIs), and Error Budgets. Drive automation of operational tasks to reduce manual intervention. Improve platform resilience, scalability,



reliability, and observability. Implement proactive health checks and reliability engineering practices. Conduct post-incident reviews (RCA/PIR) and ensure corrective actions are completed.

Champion

DevOps and Platform Engineering initiatives.

Platform & Application Support: Enhance performance, reliability, availability and observability of the various banking platforms and improve End-User experience. Applies broad knowledge of process/service capabilities to identify new risk areas, new process updates to evaluate & improve the efficiency of business processes with User/Client & transaction journey to maximize speed and quality

Infrastructure Operations & Support : Oversee support for:

Servers (Windows/Linux)

Cloud platforms (Azure, AWS, GCP)

Virtualization platforms

Container platforms

Databases (Oracle, SQL Server, PostgreSQL, MySQL)

Middleware and Integration platforms

Storage and Backup solutions

Network support coordination

Ensure infrastructure capacity planning and lifecycle management. Maintain high availability architecture and disaster recovery readiness.

Technical Expertise: Responsible for supporting most complex and business critical applications requiring integration across functions with broad impact on business processes, delivering quality support to end users in the organization. Proficiency in troubleshooting and resolving complex technical issues.

Own Major

Incidents and lead bridge calls during critical outage impacting the mission critical applications. Coordinate recovery efforts across applications, infrastructure, network, and vendor teams. Drive automation and Good understanding on APM Tools like Dynatrace and building observability.

Team Leadership: Lead and mentor multi-disciplinary teams across application support, SRE, and infrastructure operations. Develop succession planning and talent development programs. Foster a culture of accountability, continuous improvement, and operational excellence.

Vendor Management- Owns performance SLAs, contract negotiations, renewals,



and vendor risk management — ensuring vendors meet availability, stability, and recovery expectations.

Skills and Qualification (Functional and Technical Skills)

Experience in leading SRE team for Application and Infrastructure teams of observability operations engineers

Knowledge related to JEE & Enterprise Technologies, microservice based applications.

Deep knowledge in Cloud platforms ( AWS, Azure) and on-premises infrastructure technologies including virtualization, networking and storage

Experience with hybrid platforms like Kubernetes, VMware

Experience in driving automation with AI capabilities

Technical skills and tools knowledge in: ServiceNow, Oracle, SQL, Monitoring Tools like Dynatrace

Minimum of 16+ years of experience in 24*7 support model

BE or MCA Degree in computer science or related field Familiarity with IT frameworks like ITIL, DevOps and Agile

Financial Services/Banking experience, Large Financial Institution (LFI) (or similarly complex environment) preferred

Excellent experience in Incident, Request, Problem, & Change Management processes

Excellent collaboration skills, ownership & accountability

Leadership Qualities

Communication: Clearly conveys ideas and listens actively.

Inspiration: Motivates and encourages the team to achieve their best.

Influence: Extensive stakeholder management experience and ability to influence people

Driving strategic and technical initiatives

Relationships & Collaboration

Reports to: Director – Technology

Partners: Senior leaders and cross-functional teams across geographies ( US team)

Accessibility Needs

We are committed to providing an inclusive and accessible hiring process. If you require accommodations at any stage (e.g. application, interviews, onboarding) please let us know, and we will work with you to ensure a seamless experience.

Equal Employment Opportunity

FC Global Services India LLP (First Citizens India) is an Equal Employment Opportunity Employer. We are committed to fostering an inclusive and accessible environment and prohibit all forms of discrimination on the basis of gender, religion, caste, disability, sexual orientation, economic status or any other characteristics protected by the law. We strive to foster a protected and respectful environment in which all individuals are treated with respect and dignity.

Our EEO policy ensures fairness throughout the employee life cycle.

📌 Associate Director - SRE Support Engineering (Bengaluru)
🏢 First Citizens India
📍 Bengaluru